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A 'Carriage Jam' or '0X610000F6' Message Displays for HP Photosmart e-All-in-One Printers (B010a and B010b)

Issue

A 'Carriage Jam' or '0X610000F6' message displays on the computer. The carriage might become stuck on either side or in the middle of the product.
You might also experience the following symptoms:
  • The product does not print.
  • The print job stops unexpectedly.
note:
The product shown in the following graphics might not look like your product, but the steps are the same.

How to use the solutions in this document

To resolve the issue, try each solution in this document in the order presented.
IMPORTANT: Each time you try a solution, try to print a self-test report to determine if the hardware functions correctly. To print a self-test report, follow these steps.

Print a self-test report

  1. Load unused, plain white, U.S. letter or A4 size paper in the input tray.
  2. On the product control panel, press the Setup button ().
  3. Press the top ATM button () to select Printer Status Report. The product prints the report.
note:
Refer back to these steps after you attempt each solution.

Solution one: Turn the product off and on again

  1. Press the Power button () to turn off the product. If the product does not turn off, continue to the next solution.
  2. Wait 60 seconds.
  3. Press the Power button () to turn on the product.
    note:
    The product might go through a warm-up period. The product lights might flash and the carriage might move. Wait until the warm-up period finishes before proceeding.
  4. Try to print a self-test report. Refer to the steps on how to print a self-test report at the top of this document.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution two: Clear any jammed paper

Jammed paper can cause the carriage to stall. Follow these steps to clear any jammed paper.

Step one: Remove any loose paper

Remove any loose sheets of paper from the input tray and the output tray.
  caution:
Do not remove jammed paper at this stage. Trying to clear jammed paper from the front of the product can damage the print mechanism.

Step two: Clear the jam from the rear of the All-in-One

Follow these steps to check for and remove jammed paper from the rear of the product.
The following video demonstrates the steps for clearing a paper jam from the rear of the product.
  1. Press the Power button () to turn off the product.
  2. Disconnect the USB cable from the rear of the product.
  3. Disconnect the power cord from the rear of the product.
  4. Press in the tab on the left side of the rear access door to release the door. Pull the door away from the product to remove it
    Figure : Remove the rear access door
    Illustration of removing the rear access door
  5. Gently remove any jammed paper from the rollers inside the product.
      caution:
    If the paper tears while removing it from the rollers, check the rollers and wheels for torn pieces of paper that might remain inside the product. If any torn pieces of paper remain inside the product, more paper jams are likely to occur.
    Figure : Check the product for bits of torn paper
    Photograph of torn paper in the rollers
  6. Reattach the rear access door to the rear of the product. Gently push the door forward until it snaps into place.
    Figure : Reattach the rear access door
    Illustration of reattaching the rear access door
  7. Reconnect the power cord to the rear of the product.
  8. Press the Power button () to turn on the product.

Step three: Clear the jam from the front of the All-in-One

If you cannot remove the paper jam from the rear of the product, follow these steps to remove the paper jam from the front.
  1. Press the Power button () to turn off the product.
  2. Disconnect the power cord from the rear of the product.
  3. Open the cartridge door.
      caution:
    Wait until the carriage is idle and silent before continuing.
    Figure : Open the cartridge door
    Illustration of opening the cartridge door
  4. Manually move the carriage to one side of the product.
  5. Gently pull the paper out of the rollers.
    note:
    Remove paper from the front of the product as carefully as possible. If any torn pieces of paper remain inside the product, more paper jams are likely to occur, and this could damage the print mechanism.
  6. Close the cartridge door.
    Figure : Close the cartridge door
    Illustration of closing the cartridge door
  7. Reconnect the power cord to the rear of the product.
  8. Press the Power button () to turn on the product.
  9. Try to print a self-test report. Refer to the steps on how to print a self-test report at the top of this document.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution three: Make sure that the carriage moves freely

  1. Press the Power button () to turn on the product, if it is not already turned on.
  2. Open the cartridge door.
      caution:
    Wait until the carriage is idle and silent before continuing.
    Figure : Open the cartridge door
    Illustration of opening the cartridge door
  3. Without turning off the product, disconnect the power cord from the rear of the product.
      warning:
    You must disconnect the power cord to move parts by hand without the risk of an electrical shock.
  4. Unplug the power cord from the wall outlet.
  5. Press down firmly on the carriage latch handle to close it completely.
    Figure : Carriage latch handle in the down position
    Illustration of the carriage latch in the down position
    note:
    If the latch handle is up, the cartridges seat incorrectly, and the product does not function correctly.
  6. Look inside the product to see where the carriage is stuck, and then check for any torn paper or other objects that might be stopping the carriage.
    note:
    You might need a flashlight to illuminate areas for proper viewing.
    Figure : Example of an obstruction
    Photograph of an obstruction that blocks the carriage
  7. Remove any loose paper or obstructions you find.
  8. Reach inside the product, and then manually move the carriage.
    • If the carriage is stuck on the right side of the product, move the carriage to the left side of the product.
    • If the carriage is stuck on the left side of the product, move the carriage to the right side of the product.
    • If the carriage is stuck in the middle of the product, move the carriage to the right side of the product.
  9. Make sure that the carriage can move freely across the width of the product. Firmly push the carriage to the left side of the product, and then to the right side.
  10. Close the cartridge door.
    Figure : Close the cartridge door
    Illustration of closing the cartridge door
  11. Reconnect the power cord to the rear of the product.
  12. Plug the power cord into the wall outlet.
  13. Press the Power button () to turn on the product.
  14. Try to print a self-test report. Refer to the steps on how to print a self-test report at the top of this document.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution four: Remove and reinstall the cartridges

Improper placement or installation of the cartridges can cause the product to indicate a carriage jam error. Follow these steps to remove and then reinstall the cartridges.

Step one: Remove the cartridges

  1. Press the Power button () to turn off the product.
  2. Open the cartridge door.
      caution:
    Wait until the carriage is idle and silent before continuing.
    Figure : Open the cartridge door
    Illustration of opening the cartridge door
  3. Press the tab on each cartridge, and then remove each cartridge from its slot.
    Figure : Press the tab to remove the cartridge
    Illustrations of pressing the tab and removing the cartridge

Step two: Remove and reinstall the printhead

Remove and reinstall the printhead to make sure that it seats correctly.
  1. Lift the latch handle on the carriage until it stops.
    Figure : Lift the carriage latch handle
    Graphic: Lift the carriage latch handle
  2. Lift the printhead to remove it from the carriage.
    Figure : Remove the printhead
    Graphic: Removing the printhead
  3. Check for obstructions under and around the carriage. Remove any obstructions you find.
  4. Hold the printhead upright with the colored shape icons on the top.
  5. Lower the printhead back into the carriage.
    note:
    Make sure that the colored shapes on the sides of the printhead line up with the colored shapes on the carriage.
    Figure : Lower the printhead into the carriage
    Graphic: Lower the printhead into the carriage
  6. Carefully lower the latch handle.
    Figure : Lower the latch handle
    Graphic: Lower the latch handle
  7. Press down firmly on the carriage latch handle to close it completely.

Step three: Reinstall the cartridges

  1. Slide each cartridge into its empty slot until it clicks into place. Make sure that you insert each cartridge into the slot that has the same shape icon and color.
    Figure : Install the cartridges
    Graphic: Install the cartridges
  2. Close the cartridge door.
    Figure : Close the cartridge door
    Illustration of closing the cartridge door
  3. Press the Power button () to turn on the product.
  4. Try to print a self-test report. Refer to the steps on how to print a self-test report at the top of this document.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution five: Plug the product directly into a wall outlet

Plug the product directly into a wall outlet to make sure that the power source is functioning correctly.
  1. Disconnect the power cord from the rear of the product.
  2. Disconnect the power cord from any power strips or surge suppressors, and then plug it directly into a wall outlet.
  3. Reconnect the power cord to the back of the product.
  4. Press the Power button () to turn on the product.
  5. Try to print a self-test report. Refer to the steps on how to print a self-test report at the top of this document.
    note:
    If the product prints when plugged directly into a wall outlet, the power strip or surge suppressor might not allow enough voltage to reach the product.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution six: Perform a power reset

Use the following steps to reset the product.
  1. Press the Power button () to turn on the product.
  2. With the product turned on, unplug the power cord from the rear of the product.
  3. Disconnect the power cord from the wall outlet.
  4. Wait at least 15 seconds.
  5. Plug the power cord back into the wall outlet.
  6. Reconnect the power cord to the rear of the product.
  7. If the product does not turn on by itself, press the Power button () to turn it on.
  8. Try to print a self-test report. Refer to the steps on how to print a self-test report at the top of this document.
  • If these steps resolved the issue, and the test page prints, there is no need to continue troubleshooting. Reconnect the USB cable, and then try to print again.
  • If the issue persists, continue with the next solution.
  • If the test page does not print, continue with the next solution.

Solution seven: Service the All-in-One

Service or replace your HP product if the issue persists after completing all the preceding steps.
Go to Contact HP Customer Support to schedule a product repair or replacement. If you are in Asia Pacific, you will be directed to a local service center in your area.
To confirm your warranty status, go to HP Product Warranty Check. Repair fees might apply for out-of-warranty products.

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